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MONARCH REMEMBRANCE

Terms and Conditions

Last updated: March 2026

 

1. Acceptance of Terms

By accessing or using the Monarch Remembrance website, you agree to be bound by these Terms and Conditions. If you disagree with any part of these terms, you may not access the website. You must be 18 years of age or over to accept these Terms and Conditions and to place an order.

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2. Description of Services

Monarch Remembrance specialises in the design, production, and sale of handcrafted memorial products. Our product range includes, but is not limited to, laser-engraved oak memorial boards, engraved slate memorial hearts, personalised star chart memorials, memorial candle holders, and framed memorial prints. We serve both the pet memorial and human memorial markets.

All products are individually made to order and personalised to the customer’s specifications. Due to the bespoke nature of our products, each item is unique.

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3. Ownership and Intellectual Property

The Monarch Remembrance website, its content, and all intellectual property rights — including but not limited to copyrights, trademarks, trade names, original poetry, product designs, and star chart generation technology — are owned by Luke Willingham, the owner and sole operator of Monarch Remembrance. All original verse, poetry, and design compositions featured on our products are the intellectual property of Monarch Remembrance and may not be reproduced, copied, or used for commercial purposes without express written permission.

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4. Ordering and Payment

1. Orders: All orders are subject to acceptance and availability. Monarch Remembrance reserves the right to refuse or cancel any order for any reason, including but not limited to stock availability, suspected fraudulent activity, or inability to verify order information.

2. Pricing: All prices displayed on the website are inclusive of postage to UK mainland addresses. The total price shown at checkout is the full amount payable — there are no additional fees, charges, or surcharges added during or after the purchase process. This is in compliance with the Digital Markets, Competition and Consumers Act 2024 provisions on transparent pricing.

3. Payment: Payment must be made in full at the time of ordering before production begins. We accept payment methods as specified on the website at the time of purchase.

4. Order Confirmation: Upon placing an order, you will receive an order confirmation. This confirmation does not constitute acceptance of your order. Acceptance occurs when we dispatch your item.

 

5. Personalisation, Photos, and Digital Proofs

1. Customer-Supplied Information: You are responsible for ensuring the accuracy of all personalisation details provided, including but not limited to names, dates, spelling, and any other text. Monarch Remembrance will engrave or print exactly as instructed. We strongly recommend double-checking all details before submitting your order.

2. Customer-Supplied Photographs: Where a product requires a photograph (such as star chart memorials), the quality of the final product depends on the quality and resolution of the image supplied. By uploading a photograph, you confirm that you own the image or have permission from the copyright holder to use it for this purpose. Monarch Remembrance is not responsible for poor print quality resulting from low-resolution or unsuitable images.

3. Digital Proofs: Where a digital proof is provided prior to production, you must review and approve the proof before engraving or printing begins. Once a proof has been approved by you, Monarch Remembrance cannot accept responsibility for errors in the personalisation details that were present in the approved proof.

4. Memorial Content: Due to the sensitive nature of memorial products, Monarch Remembrance handles all customer-provided information — including names, dates, and photographs of the deceased — with the utmost care and respect. Information provided for the purpose of creating a memorial product will be used solely for that purpose.

 

6. Production and Delivery

1. Production Time: Please allow up to 5 working days for the creation of your custom item. Each product is individually handcrafted and quality-checked before dispatch.

2. Bulk Orders: For orders exceeding a quantity of 50, please contact us directly at hello@monarchremembrance.co.uk to discuss production timescales and any applicable arrangements.

3. Postage: All standard orders are dispatched via Royal Mail and postage is included in the product price at no additional cost to you. Delivery timescales are dependent on Royal Mail and Monarch Remembrance cannot be held responsible for delays caused by the postal service or any other third-party carrier.

4. Material Delays: Should delays occur due to material availability, we will contact you promptly and offer the choice of a full refund or the option to wait for the materials to become available.

 

7. Returns and Refunds

Custom-Made and Personalised Items

Due to the bespoke nature of custom-made and personalised items, we are unable to accept returns or offer refunds for these products unless they are defective or damaged upon arrival. This is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(1)(b), which provides that the right to cancel does not apply to goods made to the consumer’s specifications or that are clearly personalised. This exemption is also upheld by the Consumer Rights Act 2015, which provides that consumers have the right to expect goods to be of satisfactory quality, fit for purpose, and as described, but places no obligation on the seller to accept returns for non-faulty personalised goods where the consumer has simply changed their mind.

Non-Personalised Items

For any non-personalised items, you have the right to cancel your order and receive a full refund within 14 days of receiving your order, in accordance with the Consumer Contracts Regulations 2013. You must notify us of your intention to cancel within this 14-day cooling-off period and return the items in their original packaging and condition.

Defective or Damaged Items

If you receive an item that is defective or damaged, please contact us at hello@monarchremembrance.co.uk within 14 days of receiving the product. We will arrange for the return of the defective item and offer a full refund or replacement at your choice. Returned items must not have been used, altered, or misused beyond their intended purpose.

How to Return

All returns must be accompanied by proof of purchase, such as your order confirmation email or receipt. Please return items to:

 

Monarch Remembrance, The Bungalow, Main Road, Thorngumbald, East Yorkshire, HU12 9LS

 

We recommend using a tracked postal service for returns. The cost of return postage is the responsibility of the customer, except in cases where the item is defective or damaged, in which case Monarch Remembrance will cover reasonable return postage costs.

 

Refund Processing

Once we have received and inspected your returned item, we will issue a refund to your original payment method within 14 days. Please note that refunds may take up to 5 business days to appear in your account, depending on your payment provider.

Exchanges

If you would like to exchange a non-personalised item, please contact us at hello@monarchremembrance.co.uk to arrange this. Exchanges will be processed once we receive the returned item and confirm its condition.

 

8. Complaints

Monarch Remembrance is committed to resolving any issues promptly and fairly. If you have a complaint about any aspect of our products or service, please contact us at hello@monarchremembrance.co.uk. We will acknowledge your complaint within 30 days and endeavour to resolve it without undue delay. If you are not satisfied with our response, you may refer your complaint to your local Trading Standards office or seek advice from Citizens Advice.

 

9. Limitation of Liability

Monarch Remembrance shall not be liable for any indirect, incidental, or consequential damages arising from the use, misuse, or inability to use our products. Our total liability in respect of any claim shall not exceed the price paid for the product in question. Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited by law.

 

10. Privacy Policy

Monarch Remembrance is committed to protecting your privacy. Our Privacy Policy, set out in full below, outlines how we collect, use, and safeguard your personal information. By using our website, you agree to the terms of our Privacy Policy.

 

11. Changes to Terms and Conditions

Monarch Remembrance reserves the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting on the website. The date of the most recent revision will always be displayed at the top of this document. Continued use of the website after any changes constitutes your acceptance of the revised terms.

 

12. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under these Terms and Conditions shall be subject to the exclusive jurisdiction of the English and Welsh courts.

 

13. Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent authority, the remaining provisions shall remain in full force and effect.

 

14. Entire Agreement

These Terms and Conditions, together with our Privacy Policy and Returns Policy, constitute the entire agreement between you and Monarch Remembrance and supersede all prior or contemporaneous communications, representations, or agreements, whether oral or written.

 

15. Contact Information

If you have any questions about these Terms and Conditions, please contact us at hello@monarchremembrance.co.uk or write to us at:

 

Monarch Remembrance, The Bungalow, Main Road, Thorngumbald, East Yorkshire, HU12 9LS

 

Privacy Policy

Last updated: March 2026

 

This Privacy Policy applies between you, the user of this website, and Monarch Remembrance, the owner and provider of this website. Monarch Remembrance takes the privacy of your information very seriously. This Privacy Policy applies to our use of any and all data collected by us or provided by you in relation to your use of the website. Please read this Privacy Policy carefully.

 

1. Definitions

• "Data" means collectively all information that you submit to Monarch Remembrance via the website. This incorporates, where applicable, the definitions provided in the UK General Data Protection Regulation (UK GDPR) as amended by the Data (Use and Access) Act 2025.

• "Cookies" means a small text file placed on your device by this website when you visit certain parts of the website or use certain features.

• "Data Protection Laws" means any applicable law relating to the processing of personal data, including but not limited to the UK GDPR, the Data Protection Act 2018, the Data (Use and Access) Act 2025, and any implementing or supplementary legislation.

• "Monarch Remembrance", "we", or "us" means Monarch Remembrance, of Monarch Remembrance, Main Road, Thorngumbald, East Yorkshire, HU12 9LS.

• "User" or "you" means any third party that accesses the website and is not employed by or engaged as a consultant to Monarch Remembrance.

• "Website" means www.monarchremembrance.co.uk and any sub-domains of this site unless expressly excluded by their own terms and conditions.

 

2. Scope

This Privacy Policy applies only to the actions of Monarch Remembrance and users with respect to this website. It does not extend to any third-party websites that can be accessed from this website, including any links we may provide to social media platforms or payment providers.

For the purposes of the applicable Data Protection Laws, Monarch Remembrance is the “data controller.” This means that Monarch Remembrance determines the purposes for which, and the manner in which, your data is processed.

 

3. Data We Collect

We may collect the following data, which includes personal data, from you:

• Your name and contact information, including email address, telephone number, and postal address, for the purpose of processing and delivering your order.

• Financial information such as payment card details, processed securely through our third-party payment provider. We do not store your full payment card details.

• Personalisation details you provide for your memorial product, including names, dates, inscriptions, and other text.

• Photographs you upload for use on memorial products such as star charts or printed memorials.

• Your IP address, collected automatically when you visit the website.

• Information about your visit to the website, including pages viewed, time spent, and navigation paths, collected automatically to help us improve the website.

 

4. Information About the Deceased

Due to the nature of our memorial products, you may provide us with information about a deceased person, such as their name, date of birth, date of death, and a photograph. Under UK GDPR, information relating to a deceased person does not constitute personal data. However, we recognise the deeply personal and sensitive nature of this information and treat it with the highest level of care and respect. We will use such information solely for the purpose of creating your memorial product and will not share, sell, or use it for any other purpose. Photographs of the deceased will be deleted from our production systems within 90 days of order completion unless you request earlier deletion.

 

5. How We Collect Data

We collect data in the following ways:

• Data given to us by you: when you place an order, contact us by email, telephone, or through the website, complete a product configurator, upload a photograph, or subscribe to marketing communications.

• Data collected automatically: when you visit the website, we automatically collect certain information including your IP address, browser type, the date, time, and frequency of your visits, and the way you interact with the website content. This is collected via cookies and similar technologies (see Section 12 below).

 

6. How We Use Your Data

Your data may be used for the following purposes:

• To process and fulfil your order, including producing your personalised memorial product.

• To communicate with you about your order, including sending digital proofs for approval, dispatch notifications, and responding to queries.

• For internal record-keeping and accounting.

• To improve our products, services, and website.

• To send you marketing communications where you have consented to receive them (see Section 7 below).

We process your data on the following lawful bases under the UK GDPR: performance of a contract (to fulfil your order), legitimate interests (to improve our services and maintain security), and consent (for marketing communications).

 

7. Marketing Communications

We will only send you marketing communications by email where we have your consent, or where you have previously purchased from us and we are marketing similar products (“soft opt-in”). You may unsubscribe from marketing emails at any time by clicking the unsubscribe link in any email or by contacting us at hello@monarchremembrance.co.uk. Withdrawing consent does not affect the lawfulness of any processing carried out before you withdrew consent.

 

8. Who We Share Data With

We may share your data with the following parties for the following reasons:

• Third-party payment providers who process payments made through the website, for the purpose of taking payments and issuing refunds.

• Royal Mail or other postal carriers, for the purpose of delivering your order.

• Our website platform provider (Wix), which hosts the website and processes certain data on our behalf.

• Relevant authorities, where required by law or to facilitate the detection of crime or the collection of taxes.

We do not sell your personal data to any third party, and we will never do so.

 

9. Keeping Data Secure

We use appropriate technical and organisational measures to safeguard your data. Payment details are processed securely through our payment provider using SSL encryption. Access to personal data is restricted to those who need it for the purposes described in this policy. If you suspect any misuse, loss, or unauthorised access to your data, please contact us immediately at hello@monarchremembrance.co.uk.

 

10. Data Retention

We will retain your personal data only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, or as required by law. Order records are retained for 6 years to comply with HMRC record-keeping requirements. Photographs uploaded for memorial products are deleted from production systems within 90 days of order completion. Marketing consent records are retained for as long as you remain subscribed.

 

11. Your Rights

Under the UK GDPR and the Data (Use and Access) Act 2025, you have the following rights in relation to your personal data:

• Right of access: You may request copies of the personal data we hold about you. We will respond to such requests within one month. We will carry out a reasonable and proportionate search for the data requested.

• Right to rectification: You may request that we correct inaccurate or incomplete data.

• Right to erasure: You may request that we delete your personal data, subject to our legal obligations to retain certain records.

• Right to restrict processing: You may request that we limit the way we use your data.

• Right to data portability: You may request that we provide your data in a structured, commonly used format.

• Right to object: You may object to our use of your data, including where we rely on legitimate interests.

• Right to complain: You have the right to raise a data privacy complaint directly with us. You may do so by contacting us at hello@monarchremembrance.co.uk. We will acknowledge your complaint within 30 days and will investigate and respond without undue delay.

If you are not satisfied with the way we handle your complaint, you may refer it to the Information Commissioner’s Office (ICO). The ICO’s contact details can be found at https://ico.org.uk/.

 

12. Cookies

This website may place and access cookies on your device. Monarch Remembrance uses cookies to improve your experience of using the website and to analyse website performance.

Types of Cookies We Use

• Strictly necessary cookies: Required for the operation of the website, including security cookies, shopping cart functionality, and user login. These do not require your consent.

• Analytics and performance cookies: Used to recognise and count visitors and to understand how visitors navigate the website. Under the Data (Use and Access) Act 2025, these low-risk cookies no longer require explicit opt-in consent. However, we provide clear information about their use and you may opt out at any time.

• Functionality cookies: Used to recognise you when you return to the website, enabling us to personalise content and remember your preferences. These are considered low-risk and do not require explicit opt-in consent, but you may opt out.

You can enable or disable cookies in your browser settings. Most browsers accept cookies by default. Disabling cookies may affect the functionality of certain parts of the website. For more information about cookies, visit www.aboutcookies.org.

Wix Platform Cookies

As our website is hosted on the Wix platform, Wix may place certain cookies on your device for security, system monitoring, and functionality purposes. These include: XSRF-TOKEN (security), hs (security), svSession (user login), SSR-caching (system rendering), _wixCIDX (system monitoring), consent-policy (cookie banner), smSession (member login), bSession (system measurement), and wixLanguage (language preference).

 

13. Transfers Outside the United Kingdom

Data which we collect from you may be stored and processed in countries outside the United Kingdom, for example where our website platform provider or payment processor operates servers outside the UK. We will only transfer data outside the UK where it is compliant with data protection legislation and the means of transfer provides adequate safeguards in relation to your data. We have put in place appropriate safeguards with the third parties we share your data with to ensure your data is treated consistently with the Data Protection Laws.

 

14. Links to Other Websites

This website may from time to time provide links to other websites. We have no control over such websites and are not responsible for their content. This Privacy Policy does not extend to your use of such websites. We advise you to read the privacy policy of any third-party website before using it.

 

15. Changes of Business Ownership

Monarch Remembrance may from time to time expand or reduce the business, and this may involve the sale or transfer of all or part of it. Data provided by users will, where relevant, be transferred along with that part of the business, and the new owner or controlling party will be permitted to use the data for the purposes for which it was originally supplied. We will take steps to ensure your privacy is protected in any such transfer.

 

16. Changes to This Privacy Policy

Monarch Remembrance reserves the right to change this Privacy Policy as may be necessary from time to time or as required by law. Any changes will be posted immediately on the website. The date of the most recent revision is displayed at the top of this document. You are deemed to have accepted the terms of the Privacy Policy on your first use of the website following any changes.

 

17. General

• You may not transfer any of your rights under this Privacy Policy to any other person.

• If any court or competent authority finds that any provision of this Privacy Policy is invalid, illegal, or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

• This Privacy Policy shall be governed by and interpreted according to the law of England and Wales. All disputes shall be subject to the exclusive jurisdiction of the English and Welsh courts.

 

18. Contact Us

If you have any questions about this Privacy Policy, wish to exercise any of your data rights, or wish to make a complaint about how we handle your data, please contact us at: hello@monarchremembrance.co.uk

 

Monarch Remembrance, The Bungalow, Main Road, Thorngumbald, East Yorkshire, HU12 9LS